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Method for improving correct delivery of Messages

Publishing Venue

The IP.com Prior Art Database

Abstract

In this article we presente a method for correct delivery of a user utterance based on pre-computed conversation model. In case of multiple recipient score is computed with respect to all the active chat histories and pre-computed conversation models.

Country

Undisclosed

Language

English (United States)

This text was extracted from a PDF file.

This is the abbreviated version, containing approximately
99% of the total text.

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Method for improving correct delivery of Messages

Disclosed is a method to improve correct delivery of messages in enterprises and contract center environment. In enterprise, customer facing enterprise and contact center environment chat is very important channel. User/Agent interacts with several parties in parallel sessions. These sessions could vary from 2 to 10.Interacting with multiple parties in parallel introduce possibility of errors i.e. delivering message to a recipient which was meant for some other recipient. In customer facing enterprise/contact center scenario this could leads to several issues in like increased AHT, Lower CSAT, Legal problems, Breach of Privacy etc. An example is shown in figure 1.

Our approached is show in figure 2. Based on prior conversational history a conversation model is built. There are several methods to build these conversational models. For example Language model based or Mutual information based approached can be used to build these models. Agent response to user's message is evaluated using pre-existing conversation models and current chat history. If evaluation score is less than threshold then alert is sent to agent to indicate incorrect delivery of message.

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Figure 2.

In this article we presented a method for correct delivery of a user utterance based on pre-computed conversation model. In case of multiple recipient score is computed with respect to all the active chat histories and pre-computed conve...